"Hospital Transport"

1. I booked hospital transport, and was attending two appointments on same day. Despite multiple health problems including sudden ill health, I was told to be ready two hours in advance of appointment. I am waiting and waiting for the transport, which finally arrives with approximately 30 minutes remaining before my appointment time. Transport still needs to collect another patient. When I finally arrive at hospital, transport do not disclose to me that they have made me late for appointment. When I arrive at the clinic, the receptionist informs me that because I am late, now another patient is being seen instead. I explain the transport made me late. Clinic is sympathetic and ask me to wait until the other patient finishes. However, this will not be until another 40 minutes later. I wait 25 minutes but then I have to leave without being seen, to make my way to the other end of the building otherwise I will be late for my next appointment (the clinic understood and offered to rearrange my appointment).

2. After attending the second appointment, I wait for the transport back. While waiting, the day has taken its toll on me; I suffer from extreme tiredness and my brain started to shut down.

Once the transport arrives, I am awoken but still struggling to walk properly because my brain refusing to concentrate so my alertness is gone. I am assisted to get to the transport. Each passenger is dropped off, so again this is taking its toll on me and my brain again tries to shut down. I am last to be returned home but by then I am not steady on my feet, and therefore assisted to the entrance of my home.

Why are disabled patients who have fatigue and other illnesses which make them incapacitated, expected to be ready for up to 2 hours for hospital transport? I was already exhausted by the time I reached the hospital. Then the time spent at the clinic waiting to be seen, and the time wasted waiting for the transport to take them back home which could incur additional time if other passengers are required to be dropped off first?

And if the transport makes the patient late, then why do they not admit this to the patient and then contact the clinic so that this can be logged (otherwise it is logged as patient attended late, when it is really the fault of the hospital transport). And it is cheeky of BARTS to inform patients that not attending appointments costs the NHS £160, when the transport brings the patient late and the appointment needs to be rescheduled).

Whipps Cross need to step up and address patients' concerns (instead of telling them to speak to PALS).